Customer Success Lead

About the role

The Customer Success Lead will manage a team of experienced professionals across the UK and Ireland region, balancing people leadership with hands-on account management. This role focuses on driving customer retention, expansion, and net revenue retention while setting strategic direction and optimizing delivery quality. The successful candidate will act as a player-coach, building scalable processes and representing the voice of the customer within the organization.

Responsibilities

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
• Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes.
• Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
• Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate.
• Partner with Europe GTM and cross-functional leadership to align organizational objectives and drive cohesive execution.

Required skills

• Customer Success
• SaaS
• People Leadership
• Account Management
• Renewal Strategy
• Data Analysis
• Operational Efficiency
• Strategic Planning

Nice to have

• Salesforce
• Gong
• Sigma
• Pylon

Qualifications

• 10+ years of experience in Customer Success or post-sales roles within SaaS
• 5+ years of direct people leadership experience

Benefits

• Professional development stipend
• Annual social travel stipend
• Annual company offsite
• Monthly co-working stipend

About the Company

ElevenLabs is an AI research and product company that launched in 2023 with the first human-like AI voice model. They provide platforms for voice and chat agents, creative content generation, and developer access to AI audio models, serving millions of users and thousands of businesses globally.